Slight Rise in Retail Friendliness
Retail Friendliness improved to 77.0 in 2026 Q1, which is an increase of 4.0 points from the previous quarter.
What we're seeing in UK customer experience
Independent Pulse snapshots from real customer experiences shared by our mystery shopper community across UK industries.
Report period
Quarter 1 2026
Published 1 April 2026
Overall NPS trend
Signals from the period
Health & Beauty Tops Year-to-Date NPS
In 2026 Q1, the Year-to-Date NPS for Health & Beauty was 71.9.
Retail spotlight
NPS
48.0Change -0.9
Friendliness
77.0Change +4.0
Ease
89.2Needs met
95.1Quarterly driver analysis
Customer experience root-cause drivers
This quarter, the following themes were over-represented as root-cause issues in detractor feedback. They are the customer pain points most associated with low-scoring comments, rather than simple topic frequency.
Using AI-assisted text analysis, ABa turns qualitative customer comments into actionable quantitative insight, helping teams identify the pain points, root causes and customer experience drivers most likely to be pulling satisfaction scores down.
Root cause
Staff Attitude
Evidence comments
I needed over 18 approval for my items, the cashier came to till scanned her card and then walked away no exchange at all.
no thank you or goodbye.
The cashier on the till was becoming more irate as the customers waiting were becoming irate.
Pain point
Staff Availability
Evidence comments
self serve only, no manned tills.
aisles too close together, not enough staff.
I cannot recommend this hospital due to the consultant communication with patients and the very limited time they talk to patients at any time before making the decision.
Detractor driver
Communication
Evidence comments
no verbal exchange other than tap your card once my items had been rung through the till.
No conversation other than asking if I had a loyalty card.
While the ward care was good and all colleague helpful and friendly, the medical team and support lacked patient focus and had poor communication skills.